Role Management

Roles define who has access to various functionality within Sift. There's a few default roles:

• Super Admin Role: Access to everything, including configuring the core app, integrations, other roles and more.

• Manager Role: Access to all queue management, manage experience, dashboards and more.

• Agent Role: Respond to or track messages from Facebook, Instagram, Reddit, and more.

Sift Roles

Custom Roles

You can also define a custom role whenever you want. These roles will have access to certain queues or parts of the platform. Simply, create a new role by giving it a name and description, then deciding what queues and features it has access to.

Roles

Then, you can select which users get this role and which queues they have permissions for.

Role Definition

By default, all users have read access to the application.

• Write Permission decides what tasks an agent can be assigned. They require write permission before they'll have any ability to act on the queue.

• Manage Permission allows the user to make updates to the queue, i.e. active users or criteria for the queue.

Agents also need to be ACTIVE on a queue before they can be assigned tasks. In order to start receiving tasks, ensure agents have write permission and are marked as active users for a given queue.

The ACTIVE status makes it easy to rebalance queues without modifying the general permissions a user has.

To read more about Queue Management, go here:

Queue Management